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Manager, HR Shared Services - Response Centre

Req id:  38845

Makati City, National Capital Region (NCR), PH



As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. 



The Opportunity:
The HR Shared Services (HRSS) Response Centre Manager is a key contributor within OpenText HRSS Delivery and will have significant responsibility in setting up and maintaining the Regional HRSS Response Centre which includes oversight of the team responsible for acting as the first contact resolution for answering employee questions, managing tickets, directing employees to appropriate resources, and escalating cases as needed.

You are Great at:
•    Responsible for delivering a high-quality employee experience, cultivating a culture of customer service, and building & maintaining relationships with key stakeholders across HR and the business
•    Soliciting regular feedback and proactively recommending and implementing solutions to ensure response and service levels are in line with expectations
•    Triage and investigate issues before escalating outside of the Response Centre Monitor inquiry volume and customer satisfaction metrics to manage team workload
•    Drive towards regional efficiency, harmonization and simplification with a strong focus on continuous process improvement and following up with SOPs, FAQs, Fact Sheets and technology tools to support team effectiveness
•    Serve as the primary contact for HRBPs and COEs relating to all Response Centre activities
•    Focal point for internal and external audits and reporting requirements
•    Maintaining confidentiality and ensure security of personal and company data are in accordance with legislative guidelines, company policies and procedures.
•    Ensure consistency and competency in human resource processes, including compliance with all applicable labor laws

What it Takes:
•    More than 5 years experience up to leadership roles with Asia Pacific & Japan (APJ) and/or India HR Shared Services organizations is required providing direct support to front-line employees and people leaders. Services should include HR transactions and benefits administration with a focus on process improvements, employment laws and regulations
•    Highly competent in Microsoft Office including Word, Excel & PowerPoint
•    Bachelor’s degree or equivalent in Business, Human Resources, Organizational Behavior, or related field, and HR professional accreditation can be an advantage
•    Work in Makati, hybrid set up supporting 24/7 operations
•    Other required competencies/experience include but not limited to working in a fast-paced environment, best in class customer service orientation, project and time management, positive employee engagement and trust, excellent communication, vendor and client relations, global collaboration, and highly analytical
•    Strong technical aptitude and understanding of HR systems and their application to advance efficiency of HR operations SAP/SuccessFactors knowledge would be an asset



OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at

We believe that our values are the compass that steers us in the right direction and helps us stay true to our mission. These values will not only guide our everyday decisions but also influence our strategic direction and the way we work. They reflect who we are as individuals and as a collective force, uniting us in our shared purpose. 

We create economic growth that is inclusive and sustainable. 

The world’s most trusted companies trust OpenText, and we demonstrate this in our actions as individuals, as a company, and as technology. 

We build global communities of purpose and challenge by supporting each other to exceed expectations and solve complex problems. 

We set high standards and exceptions, to learn, to be better. 

We tap into our creativity to deliver incredible experiences for customers, to ourselves, and for our planet. 

We believe a workplace should be human above all else. We ask excellence of our employees and reward it by creating an environment that is welcoming, challenging and that encourages real growth and development, not empty platitudes, or trinkets.” - Mark Barrenechea, CEO & CTO

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